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Manager Customer Service

Houston, TX, 77005
April 12, 2016

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Home 713-***-**** / Cell 713-***-****

EDUCATION: Bachelor of Arts Degree in Marketing, Madison University, 2004


Archer- The Well Company; Company Closed 12/2015

2014 – October 2015 Corporate Recruiting Manager- Houston, TX

Talent Acquisition Strategist: Responsible for developing and driving innovative and leading-edge talent acquisition strategies and solutions across a large, complex organization. Leads the integration of talent acquisition strategy, employment branding, marketing, recruiting tools and technologies to build best-in-class talent acquisition solutions that are strongly aligned to the business strategy. Responsible for all corporate-wide talent acquisition channels and programs to include strategic sourcing, college, military/veteran, diversity, employee referral, temporary staffing and other key areas.

Partner with leaders across Talent Acquisition and Human Resources, to include Talent and Organization Effectiveness, Inclusion and Equal Opportunity Programs, Total Rewards and HR Optimization, to translate business needs into forward-thinking, relevant and actionable talent acquisition go-to-market strategies that support the fulfillment of the people agenda and the overall business strategy and growth objectives.

Be a driver and champion for innovation in Talent Acquisition and support and enable driving for results, learning agility, collaboration and engagement across the Talent Acquisition organization.

Design and implement a robust comprehensive employment branding strategy that attracts the highest quality talent to support the corporate workforce strategy.

Develop proactive sourcing strategies that fully leverage digital marketing, social media avenues, and leading-edge recruiting technologies, working in partnership with the company’s communications team.

Continue to evolve strategies that position the company as a preferred employer for key talent channels to include college, military/veteran and diversity.

Develop the next-generation frameworks that optimize all key talent channels and programs.

Create meaningful mechanisms to measure impact, performance, value and return on investment for all talent acquisition internal programs and channels and external vendors and consultants. Provide thought leadership on prioritization and trade-offs related to talent acquisition investments and help drive cost efficiencies.

2013 –2014 MRC Global Inc.

Corporate Recruiting Manager – Houston, TX

Supported and managed the roll-out of the global process and provide best practices and knowledge transfer to countries outside of the US

Oversee all of the experienced hire recruiting for global product service lines and region and country management

Managed a team of recruiters, senior recruiters and contractors all over the world

Worked strategically with Global HR to ensure hiring goals are met, clients expectations are exceeded and the right candidates are hired

Collaborated on workforce plans across product service lines to make sure that high potential employees are being promoted and succession plans are in place

Built strategic alliances with hiring managers, directors and vice presidents to ensure that the team has strong buy-in from the business, giving greater visibility and willingness to partner

Served as a subject matter expert on the ATS Project; making changes necessary for success and track the appropriate metrics

Worked with other team managers to build out quality metrics for the HR Leadership Team; reflecting the impact the team has had in improving the caliber of candidates sourced and in turn hired

Partnered with Global HR to ensure accountabilities are identified and appropriate people are engaged during the process

2005 –2013 Stewart and Stevenson LLC

Corporate Recruiting Manager – Houston, TX

Develop Full Cycle Global Talent Management Strategies for US and Canada for three divisions (Rig, Aftermarket and Manufacturing) with 42 locations and 2800 employee’s. Creates and drives recruiting strategies, execution, and quality. Utilizes Best Practices, systems and processes to create a culture focused on continuous improvement throughout the organization.

Established Talent Acquisition Department; created all procedures, processes, and programs; successfully recruited, hired, trained, and manage all corporate recruiters.

Report key metrics for recruitment to local and executive management which analyse measurements for continued improvement of recruitment functions, i.e. time to fill, cost per hire for the continued best ROI.

Served as Project manager to select and implement Applicant Tracking Systems; Taleo in 2006 and People Click in 2009. Subject Matter Expert (SME) in all aspects of the implementation process, including the utilization of several recruitment tools and training programs.

Partner with local, regional, and global HR teams to support, advise, and assist with the implementation of effective and efficient hiring practices at every position level; from the C-Suite to Front Line Engineering, Diesel Technician, Supply Chain, and Administrative positions.

Manage 2011 budget of $1Million by establishing processes to identify, select, and evaluate efficiencies and effectiveness of recruitment programs and resource allocations. Created several effective Social Media strategies, vendor management, campus recruiting, employee referral incentives and targeted job boards.

Manages all vendor management contracts of 200 temporary employees, with an operating budget of $1Million

Designs, implements and evaluates Best Practices for various corporate programs throughout all U.S. that includes, but are not limited to mentoring, internships, management trainee programs, and national college recruitment program. Determines strategies for developing ways to increase new and diverse pipelines of talent with local trade schools and college/universities.

Ensures organizational compliance with OFCCP Executive Order 11246, EEO, and AAP for all areas of the recruitment process from selection and compensation review to the offering of employment through tracking and monitoring activity via Applicant Tracking System (People Click).

Jan 2005 – Jun 2005 Friedkin Business Services (Dba Gulf States Toyota)

Corporate Recruiting Consultant through Burnett Staffing

Managed all recruiting aspects for the Toyota division of the company. Successfully sourced and, filled 44 requisitions within the first 4 months for Toyota Rent-A-Car project, effectively moving candidates through a 3 tier interview process.

Assumed responsibility for 2 separate locations after 4 months, handled Corporate and Vehicle Processing Center, (VPC).

Organized weekly corporate orientations with approximately 5-10 new hires.

Developed weekly fill rate/ tracking reports for all 7 department managers, writing new job descriptions or revising as necessary.

2001-2004 ADECCO EMPLOYMENT Branch Manager; Kalamazoo, Michigan

Dedicated to developing and improving relationships with internal/external customers.

Generated 40 new customer accounts within the first year.

30% increase in business by establishing new major accounts and reinstitution of previous accounts not actively being serviced.

Increased sales territory to include Calhoun County, which had not previously been part of the Kalamazoo Office customer base.

Recruited, hired, and retained top professional talent utilizing a total quality management approach.

Accomplished track record in leading and motivating diverse teams to achieve results.

As a selling Branch Manager, successfully doubled billable hours from 5500 to 11,000 within two years.

Administered complete training of sales manager for new office locations.

Resolved customer service issues while maintaining a professional atmosphere.

Improved productivity by reorganizing staff assignments without reducing positions.

Successfully completed Proposal and Presentation, Sales and Adecco University training, along with achieving top sales awards. Ranked in the top 5 for sales.

2001-2002 OLSTEN STAFFING SERVICES, Branch Manager; Kalamazoo, Michigan

May 2002 Olsten merged into Adecco. Promoted to Branch Manager at the Adecco office with an increased staff of 100%.

As a selling Branch Manager, developed 25 new customer accounts within the first year.

Increased and maintained billable hours from 1200 to 6000 within the first year.

20% increase in market share in a highly competitive industry.

Controlled office costs by efficiently partnering with clients to obtain timely payments.

Implemented effective marketing tools to increase company exposure within the community.

Identified opportunities for enhancement of customer service and created action plans for change.

Integrated corporate office requirements while preserving community connections.


Microsoft Works, Office, Adobe, Outlook- Excel, PowerPoint, Visio, Projects, AS400, ACT, Lotus Notes, JD Edwards, Access, Vurv, Taleo, People click, Bullhorn, Applicant Pro,



Certified Internet Trainer, CIR

Certified Diversity Recruiter, CDR

Advanced Certified Internet Recruiter, ACIR

HCI Strategic Workforce Planning Certification

People fluent- System Administrator- Certification

Six Sigma - White Belt

EEOC Compliance

Essentials of HR Management


I-9 Audit Compliance

Harassment in the Workplace


GHILB- Greater Houston Industry Liaison Group

Executive Member, Human Capital Institute

Member, AIRS

Member /LAC- Legislative Action Committee, HR Houston

Member, SHRM

ASTD-(American Society for Training and Development) Houston Chapter,

Rotary- Downtown Houston Club

GHBLN- Greater Houston Business Leadership Network

American Red Cross Volunteer- Gulf Coast Region

The Rose Organization- Consulting

Diocesan Regional Discernment Committee

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